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Key Ingredients for Successful Remote Infrastructure Outsourcing: A Case StudyRobert J. BolesVice President IT ISCognizant May 2008 [e-mail]© 2008, Cognizant Technology Solutions. All Rights Reserved.The information contained herein is subject to change without notice.Who We Are: Cognizant Profile• Revenues:• Founded in 1994 (CTSH, Nasdaq)• $2.14 Billion (Full 2007)• Headquarters: Teaneck, NJ• $643.1 million (Q1 2008)• Member, Nasdaq-100 Index• Employees: 58,000 • Member, S&P 500 Index• Market Cap around $8-10B• Customers: 505, 46 Fortune 100• Revenue Mix (as of Q1 ‘08) • Over 40 global delivery and development centers • NA: 80%, Eur: 19%, Asia: 1%.• 23 regional sales offices • Banking & Financial th Services/Insurance : 45.5%, • 4 largest provider in the Indian offshore Healthcare/Life Sciences: 25%, categoryManufacturing & Logistics: 15%, • Over 12,000 projects in 40 countriesOther: 15%. 2We Work With Global Leaders as Our Clients8 of world’s top Pharma 13 of top 30 Life and companiesP&C Insurers7 of top 10 U.S. Healthcare plans6 of top 10 US Banks4 of top 10 7 of Europe’s Communications service providers largest Banks& equipment vendors3 of top 10Manufacturing & Logistics 4 of top 7 Online companiescompanies4 of top 10 Information Services 10 of top 30 global companies worldwideRetailers4 of top 10 global Media companies© 2008, Cognizant Technology Solutions. ...

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• Publié par: Irne
• Nombre de lectures: 1 805
• Langue: English

Extrait

Key Ingredients for Successful Remote Infrastructure Outsourcing:

A Case Study

Robert J. Boles Vice President IT IS Cognizant May 2008 [e-mail]

© 2008, Cognizant Technology Solutions. All Rights Reserved. The information contained herein is subject to change without notice.

Who We Are: Cognizant Profile

•     •   • •   •   •     •

Revenues: • $2.14 Billion (Full 2007) • $643.1 million (Q1 2008) Employees: 58,000 Customers: 505, 46 Fortune 100 Over 40 global delivery and development centers 23 regional sales offices 4 th largest provider in the Indian offshore category Over 12,000 projects in 40 countries

•   •   •     •   • •  

Founded in 1994 (CTSH, Nasdaq) Headquarters: Teaneck, NJ Member, Nasdaq-100 Index Member, S&P 500 Index Market Cap around $8-10B Revenue Mix (as of Q1 ‘08) • NA: 80%, Eur: 19%, Asia: 1%. • Banking & Financial Services/Insurance : 45.5%, Healthcare/Life Sciences: 25%, Manufacturing & Logistics: 15%, Other: 15%.

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We Work With Global Leaders as Our Clients

8 of world’s top Pharma 13 of to 30 Life an companies p d 7 of top 10 U.S. Healthcare  P&C Insurers plans

4 of top 10 Communications  service providers & equipment vendors

4 of top 7 Online companies

6 of top 10 US Banks 7 of Europe’s largest Banks

4 of top 10 Information Services companies worldwide 10 of top 30 global Retailers 4 of top 10 global Media companies

3 of top 10 Manufacturing & Logistics companies

© 2008, Cognizant Technology Solutions.

Confidential

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Fully Integrated and Seamless Services Portfolio

© 2008, Cognizant Technology Solutions.

10 percent of revenue

ƒ d T e e f c i h ni n ti o o lo n gy road map  ƒ Portfolio analysis ƒ d Complex application  evelopment

40 percent of revenue

ƒ Application development ƒ Application integration ƒ Package implementation

50 percent of revenue

ƒ Application Maintenance ƒ IT Infrastructure Services ƒ Testing

Confidential

4

IT Infrastructure Services Portfolio

Consulting Services • Architecture and Design • Offshorability • Enterprise Computing • Internetworking • Optimization • Security

Professional Services

System Integration Services • Development • Performance • Migration • Engineering • Consolidation • Capacity Planning

Infrastructure Management Services Custom Services  Client Management Platforms Onshore GOC

Standard Services  OnTarget Platform

L3 L2

L1

Enterprise Computing Security • Server • Firewall • Storage • IDS/IPS • Database • AntiVirus • Middleware • Anti-spam • Messaging • Content • Directory Svcs • Production control

Help Desk

Offshore GOC

Networks • Lan/Wan • VPNs • VoIP • IP Telephony • Wireless

Service Desk

Onsite Delivery

Offshore Delivery

End User Computing • Desktop • Mobility • Help Desk • Application Pkging.

IT Operations

© 2008, Cognizant Technology Solutions. Confidential

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ƒ

Business Challenges: cin the cor atives and initiatives while » p B r a o la vi n ding g  ongoing e     v b a u lu si e n  t e o s   s t   h i e m   p or e g r anization » Achieving positive business outcomes such as improved i p n r c o r fi e tability, speed to market, enhanced productivity, and  ased customer responsiveness » Lacking a standardized IT environment and service-based o d u el t i s v o e u r r y c ; i   n n g o   t t   r a a ll n  p si r t o io cedures had been documented in a previous  n » I d ncr e e l a o s p i   n a g     p p a r r e t s n s e u r r s e h  to deliver greater operational efficiency,  mana n re e l v ationships, and ex ip e   c a u p t p e  r a o n a   c e h f   f f e o c r t   ive tra g n i si g t   io ve n  n fr d o or m    the  incumbent vendor » Sustaining perform offerin flexibility & continu a o n u c s  e- m b e a a s s e u d r   a a b c l c e o  i u m nt p a r b o i v li e ty m   e w n h t ile g

ƒ

r e $14.54 billion C m li e e d n i t a :     c T o h n e g   l p o u m bl e i r s a h t i e n   g arm of a lag » Located in New York City, its core business is the publication and distribution of trade books » One of the top five Trade Publishers » Publishes approximately 2,000 new titles a year

© 2008, Cognizant Technology Solutions. Confidential

Efficiencies with End-to-End Managed Service Solution

6

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© 2008, Cognizant Technology Solutions.

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Buffer

10%

• Onsite, Offshore resources for special projects such as VM, Network upgrade, DR, SQL support • Quick turn-around on milestone based deliveries • Trained buffer resources at offshore • Mitigate the unexpected scenarios

14 36 Core Team

“Continuous process improvements, innovation in service delivery and team motivation are key to the success of this project”

Providing services since 2006 • • 5 years of contract • End-to-end Infrastructure Services • Innovative Delivery Model • Strong SLA Delivery Management • Key IT Optimization projects

7 Ceiling

Cognizant’s Solution

• 3500+ Users • 250+ Servers • 8 Locations • Global Service Delivery

t peeK• tcartnoc  ro•P ons htig lhe est •aBmain of parteam  cess Improvements

Transition Methodology

ƒ ƒ ƒ

Knowledge transition (Transfer business, process, service and function knowledge) People transition (if any re-b adging is planned or desired) Technology transition (if Cognizant would be employing their tools for monitoring/ system administration at the client site )

© 2008, Cognizant Technology Solutions.

Confidential

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Key Transition Risks and Mitigation strategies

SMEs start leaving before and during the transition

Business interruption with the ‘Big Bang ’ transition approach

Loss of knowledge during the transition

Low existing documentation

Transition of support from an incumbent vendor

ƒ Identify Core application areas and fo cus on such items as a first priority ƒ Conduct parallel KT sessions to maximize coverage in a short span of time ƒ Rebadging of key employees across IT areas

ƒ Careful transition planning to identify required SMEs for transition, leaving the rest for BAU (Business As Usual) activities ƒ Mix of transition methods for faster pick-up of expertise ƒ Careful selection of team having prior knowledge of an IT area to facilitate quicker transition

ƒRe-badge key SMEs

ƒ Play-back the understanding and get sign-off on documents

ƒ Bring in standard templates and process flows to reduce documentation time ƒ Provide dedicated resources (onsite/offshore) for round the clock documentation

ƒ Joint planning sessions involving clie nt and incumbent vendor to ensure common understanding of objectives, interdependencies and constraints ƒ More stringent status tracking and reporting for transition where incumbent competitor is involved for early detection of any deviation

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Engagement Governance Model

© 2008, Cognizant Technology Solutions.

SoW Structure (Key items covered) ™ Clearly defined scope ™ Solution & Entitlements ™ Dependencies and assumptions ™ Engagement Governance & Review process ™ Metrics & Reporting ™ Roles & Responsibilities

Engagement reviews ™ Daily ops reviews ™ Weekly project level operational reviews ™ Monthly Program Management Reviews (Internal & With customer) ™ Quarterly Steering committee meetings ™ Annual Executive review

Confidential

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Business Impact and Value Differentiators

Deliver by ITIL Processes & Methodologies

Unique Delivery Model

Strengths in Key areas

Experience

Tools & Templates based on ITIL and process improvements plans

Offshore team keep the lights on and onsite team works on optimization and technology refresh projects

Microsoft infrastructure, VMware implementation, Autosys production operations, data center management

Gained experience to support demanding and challenging customer requirements

9 Reusable assets, artifacts 9 Gap identification 9 Compliance with SOX 9 Process Adoption

9 40% reduction in costs 9 24/7 support 9 Focus on key projects 9 Flexible ramp-up/ramp-down of resources

9 Strong technology experience 9 Supporting the technology refresh projects 9 Vendor Negotiations

9 End-to-end service management 9 100% SLA based service model 9 Constant process reviews 9 Vendor transition

Client IT Executive Team Highly Satisfied

Clients Referenced 8+

CSAT 97.6%

© 2008, Cognizant Technology Solutions. Confidential

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